VP, Client Success

About First Due

First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.

Job Title: VP, Client Success

Location

: Remote - US Only

Country

: United States

Department

: Client Success

Reports To : Chief Customer Officer

Position Type

: Full-Time

Job Summary:

First Due is looking for a dynamic, results-driven VP, Client Success to lead and elevate the way we serve our customers across every segment and stage of their journey. This is a leadership role with full ownership of customer adoption, retention, expansion, and satisfaction — directly tied to company revenue growth.

You will build/enhance the systems, frameworks, and culture that define what "great" looks like for our customers and our CS organization. You will be a cross-functional partner to Product, Services, and Support, and a visible champion for the customer voice at the leadership table.

Key Responsibilities:

• Customer Experience & Process Excellence
• Continuously identify, design, and refresh customer-facing processes that elevate the experience across all customer segments and every stage of the journey.
• Define and document the end-to-end customer journey, owning all phases of product adoption and value realization from onboarding through renewal and expansion.
• Serve as the standard-bearer for First Due values and customer outcomes — modeling the behaviors and mindset you expect from the entire CS organization.
• Digital Touch Points & Product Partnership
• Influence the product roadmap to adopt and continuously improve digital touch points that scale the customer experience across segments.
• Serve as a VP-level strategic partner to Product, Services, and Support, representing the customer voice and driving alignment on shared outcomes.
• Map the CSM engagement framework and team behaviors to the product module maturity model, ensuring CS motion evolves alongside product capability.
• Team Enablement & Performance Management
• Develop and deploy a comprehensive enablement and certification program for CSMs and CS leaders — building organizational capability and raising the performance bar.
• Elevate performance management practices across CS leadership and individual contributor teams, instilling clarity, accountability, and a culture of coaching.
• Develop and roll out scorecards across the organization that measure health, productivity, and outcomes at every level.
• Enable the team to clearly demonstrate "what good looks like" — leading by example and building a replicable model of CS excellence.
• Revenue Ownership & Commercial Acumen
• Demonstrate full ownership of revenue outcomes — proactively managing retention, expansion, and gross/net revenue retention (GRR/NRR) to best-in-class benchmarks.
• Lead renewal forecasting and pipeline management with precision, providing executive-level visibility into health, risk, and opportunity.
• Drive lead development and expansion opportunities from within the existing customer base in close partnership with Sales.
• Apply strong commercial aptitude across all aspects of the CS function — from deal economics to segment economics to portfolio health.
• Community, Events & Executive Presence
• Serve as a key contributor to shaping community engagements, customer events, and advisory boards — building a loyal and vocal customer community.
• Represent First Due at industry events and in customer forums, reinforcing our commitment to client success and product excellence.

Qualifications:

• 8+ years of experience in Client Success and/or Account Management with at least 3–5 years in a senior leadership role at a B2B SaaS company.
• Demonstrated track record of owning and improving GRR, NRR, and customer satisfaction metrics at scale across multiple customer segments.
• Strong commercial mindset — you understand renewal economics, forecasting, expansion motions, and how CS directly drives revenue.
• Proven ability to build and scale enablement programs, performance frameworks, and operational infrastructure from the ground up.
• Experience partnering with Product to influence roadmap and digital experience strategies based on customer insights and adoption data.
• Exceptional leadership presence — you inspire confidence in customers, direct reports, and executive peers alike.
• Data-driven and process-oriented, with the ability to translate metrics into actionable insights and organizational direction.
• Experience in public safety, government technology, or mission-driven vertical
• SaaS is a major plus.
• For US-based Roles
• All applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.
• Physical Demands and Work Environment
• Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com.
• Working at First Due
• First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.
• If you are a resident of a state requiring wage transparency, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities.
• This range will be reviewed on a regular basis.
• First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.
• When you apply for a role at Locality Media, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. We do not sell or share applicant personal information for cross-context behavioral advertising. We retain applicant information in accordance with our data retention policies. California residents have rights under the California Consumer Privacy Act (CCPA), as amended by the CPRA. For more information, please review our Candidate Privacy here.